What the Western Australian Police have in common with customer management

At the Field Service Management 2011, Superintendent Martin will be specifically speaking on how to successful implement mobility solutions. IQPC recently interviewed Superintendent Martin. To listen
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At the Field Service Management 2011, Superintendent Martin will be specifically speaking on how to successful implement mobility solutions. IQPC recently interviewed Superintendent Martin. To listen to his exclusive interview with IQPC, please visit: http://bit.ly/e6EQ1L

For more information about the event, please visit www.fsmaustralia.com.au or call +61 2 9229 1000.

Transcript

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MEDIA RELEASE What the WA Police have in common with Customer ManagementSydney, Australia (18th February 2011) - Customer service and customermanagement aren’t terms often associated with the police force. ButSuperintendent Lance Martin APM, Western Australian Police’s ProgrammeManager for Business Technology Delivery, is out to prove that the two havemore in common than most people think.Speaking at IQPC’s Annual Field Service Management 2011, SuperintendentMartin will show customer management professionals how the WA Policehave improved their customer service through the adoption of workforcemobility technologies in the space of just five years.“Good service is seen as a key factor in overall business continuity approach,”stressed Superintendent Martin, “there are strong similar between what[commercial organisations] do and the services provided by the police”.In particular, the WA Police draws up historical customer data to servicecommunities. For example, when responding to an emergency call, they willbring up past information that may be required to resolve the incident orprovide better assistance. This process is identical to many customermanagement teams who will deploy field service workers to respond tocustomer requests and issues.With over 6,500 staff members across the state, the WA Police is a majoradopter of new and emerging field service technologies to ensure speedydispatch of their workforce to service communities.Compared to most organisations, WA Police have strict Key PerformanceIndicators in relation to their workforce deployment. For example, for high riskincidents, they have a nine minute response timeframe. In relation toinvestigative-type incidents, such as burglaries or stealing, they have a 20minute response rate. This compares to other organisations that can take upto four hours for field crew to service to customers.At the Field Service Management 2011, Superintendent Martin will bespecifically speaking on how to successful implement mobility solutions. IQPCrecently interviewed Superintendent Martin. To listen to his exclusive interviewwith IQPC, please visit: http://bit.ly/e6EQ1LFor more information about the event, please visit www.fsmaustralia.com.auor call +61 2 9229 1000.